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  • 1.  Viewing Evaluations by supervisors

    Posted 11-29-2018 08:47
    No replies, thread closed.
    Hi,

    We (QA dept.) have instructed our call monitoring specialists to submit completed evaluations as "Never" because we don't want agents to view their evaluations before we have reviewed the monitored calls with their supervisors. Instead, we send the links to the individual evaluations to the supervisors. Is there another way for the supervisors to view evaluations without having "Quality" permissions in PureCloud?  

    Thank you.

    #QualityManagement

    ------------------------------
    Marc Moynan
    Canadian Dealer Lease Services Inc
    ------------------------------


  • 2.  RE: Viewing Evaluations by supervisors

    Posted 11-29-2018 14:53
    Edited by RC Cantiller 11-29-2018 14:54
    No replies, thread closed.
    Hi Marc, 

    For now, that is the only way for the supervisors to access the evaluations. Thanks for your feedback, I would suggest that you submit this in our PureCloud Ideas Lab and don't forget to up vote this and other features that you may find useful for your business so our developers can include this in the future releases. 

    Thank you

    ------------------------------
    RC Cantiller
    Global Digital Team, Customer Success
    Genesys
    ------------------------------



  • 3.  RE: Viewing Evaluations by supervisors

    Posted 11-30-2018 08:44
    No replies, thread closed.
    Thank you for your response Raymond.

    Marc

    ------------------------------
    Marc Moynan
    Canadian Dealer Lease Services Inc
    ------------------------------

    Original Message


  • 4.  RE: Viewing Evaluations by supervisors

    Posted 11-30-2018 12:24
    No replies, thread closed.
    To see them in the Agent Performance Evaluation View they need the following permissions:
    Prerequisites
    • UI > Supervisor Agent Details > View permission (included in the PureCloud Supervisor role)
    • Directory > User > View permission
    • Quality > Evaluation > View permission (included in the Quality Evaluator and Quality Administrator roles)

    https://help.mypurecloud.com/articles/agents-evaluation-summary-view/

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


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